Mr Bet Casino - Spilleren har ikke modtaget sine penge endnu.

Hello, the casino is refusing to process my withdrawal despite a verified profile and successful KYC. Every 48 hours I have to upload new documents that have already been verified.

Hallo, das Casino verweigert mir die Auszahlung, trotz verifiziertem Profil plus bestandener KYC. Alle 48 Stunden muss ich neue Dokumente hochladen, die bereits zuvor verifiziert wurden.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear stephanwiduch12,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear stephanwiduch12,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, unfortunately, my withdrawal still hasn't been approved. The casino keeps requesting documents every 48 hours, documents that were already accepted and verified days ago. It's pure harassment, hoping I'll gamble away my winnings again.

Best regards

Stephan

Hallo, leider wurde die Auszahlung bisher immer noch nicht genehmigt. Das Casino verlangt alle 48 Std. Dokumente, die Tage zuvor bereits akzeptiert und verifiziert wurden. Pure Schikane, in der Hoffnung, ich verspiele meinen Gewinn wieder.

Liebe Grüße

Stephan

Dear stephanwiduch12, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Hello,

Yes, I've had withdrawals made without any problems in the past. There have never been any issues with withdrawals of €100-200.

I passed the KYC.

I played with a bonus, but I fulfilled the bonus conditions (wagering requirements met).

Confirmed by the casino.

I played slots, that is, slot machines.

Hallo,

ja habe in der Vergangenheit öfters problemlos Auszahlung tätigen lassen. Es gab bisher nie Probleme bei der Auszahlung von 100-200€.

Habe die KYC bestanden.

Ich habe mit Bonus gespielt, die Bonusbedingungen jedoch erfüllt (Umsatzbedingungen wager erfüllt)

Vom Casino bestätigt.

Ich habe Slots, also Automaten gespielt.

Dear stephanwiduch12,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya,( munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear stephanwiduch12,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Mr Bet Casino to join this conversation and assist in addressing the complaint.

Dear Mr Bet Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Munya,

We kindly ask the customer to complete the verification process following the instructions that were sent by our support team.

Here is the explanation which document should be uploaded on our platform and the guidelines to follow in order to complete the verification process:

Please send us a valid proof of address. A current document proving your residence must include the following information: full name (as it appears on your ID card), residential address, and date of issue (no more than three months old). Screenshots or scans of documents are not accepted as proof of address. Please ensure that all four corners of the document are visible.

List of suitable documents to prove your address:

- Utility bill - A utility bill from your municipality for services such as gas, electricity, water, sewage, etc.;

- A letter issued by the government regarding tax benefits (tax assessment) or a tax bill from your local authority (e.g., municipal tax) valid for the current year;

- Home insurance documents;

- TV/TV bills;

- Loan agreement;

- Certificate of residence (must be stamped and signed, or at least stamped);

- A bank statement no more than 90 days old that includes your name and address;

- Landline telephone bill;

- Police notices of fines, violations, etc.;

- Letters or invoices from insurance companies;

- Internet bills;

- Health/social security documents.

If you live in rented accommodation – a current lease agreement, signed by both parties, no more than 90 days old, with your full name and address;

Any other official letter or document that includes your full name and address.

We cannot accept:

- Vehicle registration documents or certificates (however, we do accept police letters regarding traffic violations);

- Checks, envelopes, and address labels on packages as proof of address;

- Other documents that can be delivered to a player's address (medical prescriptions, prescriptions, invoices, etc.);

- An address on a national identity card cannot be accepted as proof of address;

- Revolut statement;

- N26 statement.

Upload your document via the verification tab.

Kind regards,

Mr Bet Team

Mr. Bet Casino

Thank you for your assistance. I would like to bring to your attention that one of the screenshots from the player’s account indicates that their profile has already been verified. This verification was completed after some interaction with Customer Support, who provided helpful guidance during the process. Could you please inform me if there have been any recent developments that would necessitate another verification, or if there was an error in the initial verification? Additionally, I would like to confirm whether the customer can share the verification email they likely received, as this may help expedite the withdrawal process and prevent the need to repeat the verification steps. I appreciate your understanding and support in this matter, as I aim to ensure the player’s withdrawal requests are processed without further delay.

Hi everyone, I've never received a verification email, even though my account has been verified multiple times. Then, out of the blue, another document is missing the next day, and the whole thing starts again! This has been going on for weeks...

Hallo zusammen, habe nie eine Verifizierungs-Email erhalten, obwohl mein Konto bereits mehrfach verifiziert würde. Am nächsten Tag fehlt dann plötzlich aus heiterem Himmel wieder ein Dokument, und das Spiel beginnt von vorne! Seit Wochen läuft es so ab......

stephanwiduch12

Thank you for sharing this information. We will patiently await the casino's response to my message.

Dear Munya,

Please note that the initial verification request included an ID, a selfie, and proof of address (POA). We can confirm that the proof of address has not yet been verified, as we are still awaiting the customer to upload a correct, unedited, and clearly visible document.

We would like to remind the customer that the list of acceptable documents, along with detailed instructions on how they should be properly uploaded, was previously sent via email and is also available in this correspondence thread.

We also encourage the customer to contact our customer support team at any stage of the verification process should additional guidance be required.

Kind regards,

Mr Bet Team

Mr. Bet Casino

Thank you for the information that offers essential clarification and guidance.

stephanwiduch12

I kindly request your cooperation in accordance with the casino's response. I would appreciate it if you could keep me updated.

Hello, I've already sent a clearly legible photo of my address to the casino several times, from various authorities and offices. I'm now trying again to finally get the payout. I'll get back to you. Regards, Stephan

Hallo, ich habe bereits etliche Male ein gut lesbares Foto meiner Adresse, an das Casino geschickt. Von verschiedenen Behörden bzw Ämtern. Versuche nun Nochmals, die Auszahlung endlich zu erhalten. Melde mich wieder. Grüße Stephan

Good morning

Here are three more proofs of my address, clearly legible and unedited.

Just uploaded

Kind regards

Guten Morgen.

Hier nun drei weitere Nachweise meiner Adresse, gut lesbar und unbearbeitet.

Soeben hochgeladen

Freundliche Grüße

Mr Bet Casino

Please take note of the player's submissions. I would appreciate your assistance with this matter. I look forward to your update regarding the verification of the player and the processing of their withdrawal requests. Thank you for your attention to this issue.

Dear Munya,

We would like to inform that the provided documents do not meet the criteria and can not be accepted.

Required documentation: Proof of Address (POA).

Reason for rejection: The submitted POA documentation does not meet the verification requirements. The applicant provided a bank informational letter requesting an update of personal data, as well as an official debt collection notice. These documents are not acceptable as valid proof of address.

Additionally, all submitted images are non-compliant with the guidelines, as they do not clearly display all four corners of the documents, which is required for verification purposes.

We strongly encourage the customer to pay attention to the list of accepted documents that was already posted in this thread, or to contact our customer support team for additional explanation if needed.

Kind regards,

Mr Bet Team

Good morning

Guten Morgen

stephanwiduch12

Would you kindly confirm in writing that your profile has been marked as verified following the submission of the most recent Proofs of Address (PoAs) to the casino?

Dear stephanwiduch12,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.